Reservations Agent

OUR PURPOSE AND CULTURE

We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact. As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey.

At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

THE TEAM

Join our Reservations team, where you will work closely with the Reservations Manager and Reservations Supervisor. You will also collaborate with Front Office, Accounts and Sales to help create a seamless experience for every guest.

YOUR ROLE

As a Reservations Agent, you will respond to reservation enquiries in an engaging and professional manner, using the hotel's selling strategy to convert enquiries into confirmed bookings. You will ensure every reservation is accurately recorded, supported by the required administration and updated correctly in the property management system.

HOW YOU'LL MAKE THE PLACE

• Respond to telephone and written enquiries professionally, following hotel standards and aiming to convert each enquiry into a booking.
• Process reservations received directly and through wholesale agents and online travel agents.
• Maintain accurate booking and payment information in the property management system, escalating potential payment issues promptly.
• Use your knowledge of the hotel, its services, available rates and booking conditions to provide clear and accurate information.
• Complete daily arrival checks to verify reservation details and help ensure guests enjoy a faultless stay.
• Apply cancellation policies accurately, maintain organised reservation records and identify potential new corporate or agency business for the Sales team.

COULD THIS BE YOU?

• You communicate in an engaging and professional manner, both by telephone and in writing.
• You have strong written English skills and pay close attention to grammar, spelling and accuracy.
• You have a comprehensive working knowledge of the Opera property management system and relevant areas of the Synxis central reservation system.
• You are comfortable using online travel agent and wholesale extranet platforms to access and verify reservation details.
• You understand hotel rates, booking terms, cancellation policies and payment requirements.
• You are organised, attentive to detail and flexible in your approach to responsibilities and working hours.

OUR BENEFITS

• 28 days paid holidays per annum including Bank Holidays
• Discounts on Food & Beverage
• Company pension scheme and life assurance
• Enhanced sick pay policy
• 12 complimentary room nights per year and F&B discount worldwide
• Up to 16 weeks paid parental leave
• Talent development opportunities
• Involvement in Corporate Social Responsibility programmes and wellbeing activities

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard and valued. We're a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations.

We're not only committed to building and nurturing genuine, long-lasting relationships but to transforming them, and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.

Rosewood London is housed in an Edwardian Belle Époque building that offers some of London's finest accommodations and service with the feel of a stylish London residence. Conveying the feel of a stylish London residence, Rosewood London has 263 guestrooms and 45 suites, among which the unique Grand Manor House Wing, an exclusive suite with its own postcode and accessed by a private elevator. The hotel also houses Holborn Dining Room with an outdoor terrace, Mirror Room Restaurant as well as the hotel's warmly welcoming destination bar, Scarfes Bar. It forms part of the ultra-luxury collection Rosewood Hotels and Resorts® which comprises of over 38 properties and over 21 future hotel openings.